Symposium Reports

[RichardStones]

I'm a bit new to Symposium so please could anyone help me understand what reports in Symposium V3.0 will get me the following information:

Queue Time - Is this by Application or Skillset??

Talk Time - Is this by Application or Skillset??

Queue Time being the amount of time a customer has been sat waiting in a queue before being answered by an agent.

Talk - Time being the amount of time advisors have spent talking to customers.

What Reports do I need to run???

 

[cgilmer]

(Queue time and Talk Time)
Skillset by Application and/or
Skillset Performance

(Talk Time)
Agent Performance

Here is the difference between Application "Average Speed to Answer" and Skillset.

Application level time WILL include anytime you spend giving prompts/menu's or performing any other functions prior to actually queing a call to a skillset. Thus, if you have a "thank you for calling message" in front of the Queue to command an application report will include the length of that message as well as the skillset time.

If you run that information just off the Skillset level of reports it will only start when the agentpool/skillset is offered the call.

If you have to use the application level statistics for other reasons I would suggest moving any Frontline messaging that isn't "interuptible" into the Master Script and play them before the call is sent to the Call Group script/application.